Customer Support Representative (Fintech)

Location: Remote, based in the Philippines; Manila, NCR

Salary: $650 per month, non-negotiable

Company

hirify.global is a fintech product company providing an AI-driven SaaS solution that helps eCommerce merchants manage credit card disputes, recover lost revenue, and prevent chargeback fraud.

What you will do

• Support B2B clients through live chat and email on billing, technical, administrative, chargeback, and fraud-prevention topics.
• Investigate customer concerns, identify next steps, troubleshoot product usage, and deliver prompt, accurate resolutions.
• Collaborate with internal teams, manage escalations, prioritize customer issues, and keep customers informed.
• Document and track customer interactions in communication, CRM, and ticketing systems.
• Maintain current product knowledge and share customer feedback to improve the customer experience.

Requirements

• 3+ years of experience in customer support roles.
• Excellent written and verbal English, including the ability to explain complex concepts clearly to customers.
• Strong attention to detail, sound judgment, and a practical approach to investigating and resolving issues.
• Ability to manage multiple systems, stakeholders, and customer inquiries while delivering clear and timely resolutions.
• Practical experience with CRM and ticketing systems.

Nice to have

• Experience providing live customer support in fintech and for SaaS products.
• In-depth understanding of chargebacks and fraud-prevention strategies.
• Hands-on experience with Intercom or Zendesk.
• Familiarity with relevant fintech regulations and compliance standards.

Culture & Benefits

• Full-time remote work based in the Philippines.
• Fast-paced, cross-functional collaboration with ownership of the customer experience.
• Focus on fast responses, accurate answers, thoughtful communication, and keeping customers informed.